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Am I a Good Boss?

Welcome to my blog! For the next few weeks, my marketing expert, Joelle Asmondy, will be filling in for me while I work on a large project. Joelle is a whiz with marketing. I can’t wait to see which helpful tidbits she shares with you! Enjoy!

Let’s take a little poll:

How many of you own or run a salon?
Which of you have a degree in business or have taken any business classes?
Has anyone taken any management classes?

That sounds about right.

One of the best things about going to trade shows is meeting people. I get to talk to people from all over the country and I love it when they tell me their stories. We talk about dogs (of course), dog books (um, yeah!), and working with dogs (why not?). It’s a great way for me to stay in touch with our clients’ needs and find out what people are really thinking about.

Let me share a conversation that I have all the time…

“I became a groomer because I love dogs. At first, I just had a few clients. It started with friends and family, then their friends heard about me, and I got even busier. I got to the point where I had to hire someone just to keep up! Now I groom, book appointments, answer phones, run my own business, AND I have (one, two, three…) groomer(s) working for me!”

Sound familiar?

I love that so many dog grooming businesses have grown in such an organic way. It starts with a passion, grows because we’re needed, and thrives because we’re good at what we do. Our clients keep coming back because they know we love their pets and care about their health and safety.

The flip side to this is that very few people who own or manage these businesses have any formal training in supervising employees. We suddenly find ourselves in the role of “boss” simply because we needed help. For many, it’s a natural fit and the transition is painless. For others, the change is more challenging.

The question of the day is, “Are You a Good Boss?” The answer may surprise you.

I reached out to folks from the industry and asked them about the best qualities of their managers. Many of the answers were similar. Let’s look at the answers together and see if we can understand what it really means to be a good boss.

“I’ve grown a lot by working here.”

Do you take the time to offer praise as well as constructive criticism? In busy salons, it can become easy to fall into the habit of communicating like our furry customers – we bark at each other instead of talking. Don’t let a hectic schedule become an excuse for bad manners or meanness. Remember, you’re not just running a business, you’re building a culture. Do you want yours to be team-oriented or hostile and withdrawn? Things don’t get done any faster or better with rudeness than with courtesy.

“She’s willing to try new ideas.”

If you want employees who step up and really help out, you have to be open to trying new things. “That’s the way we’ve always done it,” will quickly kill initiative. Employees who feel like they have input into bettering the process tend to stick around longer and contribute more to the overall business. After all, isn’t that what you need?

“He’s organized.”

If you are constantly running late, running out of stock, and running out of patience, you could be running yourself right out of business. Let your team help you get things in order. Delegate duties that are well-suited to them. It empowers them and also takes a few things off your plate.

“She encourages me.”

I once worked for an amazing supervisor who motivated me just by being encouraging. I tried a new sales approach once, and it went so well that she had me present it to others in our district. Knowing that she believed in me did more than compliment me, it made me want to work even harder!

“He tells me how I can improve in a positive way.”

Two words: constructive criticism. It’s easy to tell someone when they do something wrong. If you want change that sticks, it takes a little more work.

Use the sandwich technique: tell them what you liked, tell them what needs to change, then offer positive feedback.
Be specific: saying something is done wrong is not helpful. WHAT was wrong about it? HOW should it be done next time? WHY is it important that it be done right?
Don’t attack the person, attack the problem: telling someone they’re terrible at trimming nails hasn’t solved anything. Look at the problem – in this case, quicking too many nails – and look at technique. If a person isn’t trained properly, they can’t be blamed for doing something wrong.
Don’t assume they know what you mean: it may sound simple to you, but it may not seem that obvious to them. It’s impossible to over-communicate.

“We never stop trying to get better.”

Complacency is the enemy of good business. Successful businesses are always trying to become better, more efficient, and less wasteful.

“She says, “thank you.”

Those are magic words, aren’t they? Thank you for staying late. Thank you for helping me carry in the supplies. Thank you for helping that elderly client to her car. Recognizing effort boosts morale and encourages them to keep giving their best.

“He tells me what is needed and doesn’t expect me to read his mind.”

“I shouldn’t have to tell them…”

“It’s just plain old common sense!”

Work on removing these phrases from your vocabulary. Just because you’ve done something a thousand times doesn’t mean other people understand it as thoroughly as you do. Take a minute, take a breath, and give them the benefit of the doubt.

“She recognizes effort even if we fall short of a goal.”

All success is success. It’s ok to be excited about progress even if you didn’t get quite all the way there. Learn from the experience and try again. Sometimes shared enthusiasm or experience is what’s needed to really make things happen.

Whether you became a manager by choice or by coincidence, it’s important to know how to be a good boss. Building a team and a business takes work – and you don’t have to do it alone. By developing a positive culture, you’re helping to make a better work environment that will attract better employees, will help keep your best staff, and will make your days a lot better.

What topics would you like us to cover? Jump over to the Learn2GroomDogs Facebook page and tell us.

Click here for a complete video list to make searching Learn2GroomDogs.com even easier!

Make it a great day!

~Joelle Asmondy

5 Phone Calls That Can Build Your Business

I recently spoke with a new salon owner who is struggling to fill her days with pets to groom. She has a good client base, a website, and a Facebook page but she still has lots of time to fill.

“What am I doing wrong?”

We all know that you can spend a lot of money on big-ticket ways to build your business. Few of us use our most common tool – the phone – to its best advantage. Let’s discuss these simple and effective methods to boost your client list. The best part is that you get immediate results – and they won’t break the bank.

It’s time you learned the 5 phone calls that can build your business.

THE RINGER

This is the client that calls YOU. When phones are ringing off the hook, it’s music to my ears! They are the time savers – you didn’t have to go searching for them… they found you! Make the most of it!

One mistake people make with these calls is that they treat them like an interruption. Even if you are grooming another dog, have another call on hold, and are trying to eat your lunch at the same time, you still need to treat that caller feel like s/he is the only thing on your mind.

Here are a few simple tips to make the most of that call:

Answer the phone in 3 rings or less.
If the call needs to go to voicemail, make sure you call back as soon as possible. (Make sure your voicemail message is clear, friendly, to the point. After all, they’re busy, too!)
Put a smile in your voice. People can hear it over the phone. (You know what else they can hear? When you’re eating. Don’t chew while you’re on the phone.)
If you have another client in your salon while you are on the phone, don’t roll your eyes or in any other way demean the caller in front of someone else. You may think you’re being friendly with the client in the waiting room, but what you’re really doing is showing them how they’re treated while you’re on the phone with them. Be professional with everyone, in what you say and do, regardless of whether or not they can see you doing it.
If you have to check on something, use the HOLD or MUTE button. No one wants to hear you rummaging around for things – it makes you sound disorganized. Putting people on hold allows you to get your thoughts in order, as well. When you get back after a brief hold, thank them for waiting.

The thing to remember is that you invited them to call, so treat them like the valued guests they are.

THE REMINDER

Another way you might be losing opportunities is not making the most of the client base you already have. Many clients are like us – juggling work and family needs – and we tend to forget things. If you are setting appointments for your clients, do yourself a favor and give them a reminder call the day before the scheduled appointment. (Texting works well, too. Find out what your client prefers and stick to it.) Many clients come to rely on it, so don’t forget. Make it a part of your morning routine.

THE ROOKIE

New clients aren’t used to you, yet. That means that don’t know how special you are and that you treat new clients like royalty. Give new clients the royal treatment with a follow-up phone call after their first visit. The day after their first appointment, give them a call to ask how their pet felt after the groom. Ask if they like the trim. Ask for feedback. And most importantly (if they didn’t rebook at check out), set up the next appointment.

THE RECLUSE

This is the client who doesn’t have an appointment on the books for 6 weeks or more. If you have gaps in your day, it’s might be because these clients do not have recurring appointments. Another way to make the most of your client base is to get everyone on a recurring schedule. If you have 50-75 valued customers, your books should be pretty full – if you take the time to rebook people and get them on a regular grooming schedule. When you look ahead and see gaps, look back 6 weeks and see who’s missing in the days ahead. Give those folks a call and welcome them back. Chances are they don’t even realize how long it’s been since their last visit and will be glad you reminded them to drop by.

THE WRECK

Ok, it’s not a wreck. Most likely it’s nothing more than a minor scratch, but we’re talking injuries, here. Brush burn, nicks, cuts, clipper irritation, quicked nails… any injury. The important thing is that you communicate with your clients. If an injury has occurred, talk about it openly before they leave your salon. Admit any mistakes. Apologize. Most importantly, call them the next day to follow up. Ask how the pet is doing. Ask if they have any questions. It’s crucial to your relationship that you can talk despite any accidental injuries that might happen. If you aren’t comfortable talking to people after an incident, you’re in the wrong business. Pretending it didn’t happen and “hoping they’re ok with it” is not going to retain clients. You need to talk it out.

BONUS TIP – THE RINGTONE

If you are using your personal phone for your business, make sure that your hold music is appropriate for a business. Your friends will think certain songs are hilarious as they wait for you to pick up, but your clients will lose respect for you if your music is inappropriate. It’s your phone – but it’s also your business lifeline. Treat it with care.

There are plenty of big-ticket items that are a part of being in business. You can do so much to build your clientele by making the most out of every customer relationship. Simply pick up the phone. It’s effective – and – inexpensive! These tips are just the start, but used consistently, you can start filling your books fast without draining your bank account!

What topics would you like us to cover? Jump over to the Learn2GroomDogs Facebook page and tell us.

Click here for a complete video list to make searching Learn2GroomDogs.com even easier!

Make it a great day!

~Joelle Asmondy

Grooming Efficiently vs Grooming Fast – What’s the Difference?

We all have different reasons why we love our careers. For most of us, our careers started because we were obsessed with dogs and cats. What a fabulous way to make money – doing something you enjoy. My guess is that many of you not only love animals, they’re also a hobby and a huge part of your lives. I know very few career opportunities that allow pet lovers to work in a field that they truly adore.

I love dealing with people who are passionate about their career choices. I always encourage people to seek out personal growth. To look at ways to do things better, more efficiently, and with greater focus. Raise the bar. Set personal goals. Set limits. Develop strategies. Ultimately, the pet, the individual, and the business wins.

If you are a solo stylist, you get to make up your own rules. Work at your own pace. There is very little pressure to move beyond your comfort zone.

However, if you work with a team, you will usually have quotas to meet and rules that you need to follow. The business sets up these boundaries in the best interest of the client, staff, and the long-term health of the company. If someone does not meet quotas, it creates a frustrating situation for the rest of the team in terms of time, quality, and financial stability.

Years ago when I ran a mobile operation, our minimum quota of grooms per day was six – or the equivalent of six. Thus, two slots were given for larger jobs such as Standard Poodles and heavy-coated Cockers. If someone had something very small on their roster, they were always given an option to groom another small dog. As long as the vans were routed well, this quota worked out well across the board for years.

There was one exception: Sue (not her real name).

Whenever I hired a new mobile stylist, I always started them with just four dogs and combined that with a very wide arrival schedule. All of our stylists knew this right from the get-go. The quota they needed to meet was six grooms per day. The funny thing about Sue was that she didn’t care about the number of pets she groomed or the amount of money she made. Although she was passionate about animals and people, she did not groom because she needed the cash.

For a long time I was extremely frustrated with Sue’s performance. She would arrive at base at eight o’clock in the morning to pick up her van. Many times she did not come back to base until well after eight o’clock at night. The most dogs I could ever get her to do was five.

It took me a while to realize the frustration was all mine. As a business owner, it’s critical that I pay attention to the financial numbers – but there’s a bigger picture: customer service.

When I looked at Sue’s scheduled re-bookings, she could rarely take on a new client. Her clients absolutely loved her. She wasn’t the fastest groomer. She wasn’t a competition level stylist – never would be. Her grooms were basic, neat, and thorough. However, she was the most compassionate person I have ever hired. Not only did she enjoy the pets, she was passionate about her clients.

To Sue, her career was more than a means to a financial end, it was her social and entertainment outlet. I swear she had breakfast, lunch, and dinner with her clients. She ran errands for them. She shoveled their walks. She loved the senior citizens and the geriatric pets. She would talk with them for hours!

Hmmm. These were the clients my highly efficient stylists wanted to avoid like the plague. Once I came to terms with this concept, I ended up making it work in our favor.

I let Sue slide on the quota. She was dealing with all those clients the rest of my team would rather not do. By letting Sue focus on our more time-consuming clients (and enjoying it!), it allowed the rest of my team to focus on making quotas and/or exceeding them. It worked.

So even though I let Sue slide – only doing five grooms a day when the actual quota with six – it allowed the rest of my team to focus on grooming more pets. Not necessarily faster – just more efficiently.

There’s a big difference between grooming efficiently and grooming fast. Grooming efficiently involves doing a good job. Grooming too fast, in my eyes, translates to sloppy work. When I look at developing a grooming team or training new staff members, I always look for people who have the ability to focus and work efficiently.

To me, being efficient means doing a great job in the least amount of time.

I recently heard one of our industry leaders say, “I don’t know many wealthy groomers.” I don’t, either. I do know a lot of groomers and stylists that make a comfortable living and love their careers. Being able to work efficiently translates into creating larger client lists, larger paychecks, and the ability to breathe easily at the end of the day.

Unlike Sue, the majority of us have other responsibilities, outside interests, families to care for, and households to run. We may even have businesses to manage. Not to mention maintaining the health and well-being of both ourselves and the four-legged clients on the table. As much as we love our jobs, we can’t afford to be tethered to a grooming table any longer than necessary.

Being efficient as you groom is not about being fast or sloppy. It’s about being the best that you can be. It’s about creating systems throughout the entire grooming process so we do not miss any steps. As those systems are developed, they become automatic. Once they become part of a routine, you can focus on other areas that bring value to the pets we groom, the clients, and to our own lives.

Think about how you can create systems – or routines – at every step of the grooming process (see the graphic below). Break it into bite-sized chunks.

Time everything. Knowing how long each step takes is the starting point of creating any routine. Each step could be broken down further into smaller nuggets, too. Once you start tracking, you can start improving your routine without sacrificing quality.

I love this quote. I try to live my life by it – in all areas. I hope you do too.

The only person you should try to be better than is the person you were yesterday.

~Anonymous

There are plenty of groomers and stylists who are highly efficient. They can do a small, simple trim in under an hour – and knock it out of the park in terms of quality and customer service. Others struggle to complete the same trim in two hours. Others choose to do that simple trim at their own pace. As long as the work is top quality, the pets are treated with care and compassion, and the environment is safe for everyone – it’s OK.

We all have different reasons why we groom. For some, it’s more than just a job – it’s a lifestyle. Remember, there is a big difference between being an efficient bather, groomer, or stylist and being a fast one. Never stop learning. How you apply new knowledge is totally up to you.

What are your time-saving tricks? Jump over to the Learn2GroomDogs Facebook page and tell us. You can even click here for a quick lesson in how to use the site.

Make the most of your time every day. Click here to download our FREE handout to help you structure your day. You can even watch Melissa’s video to see how it’s done, here.

Click here for a complete video list to make searching Learn2GroomDogs.com even easier!

Happy trimming,

~Melissa

Overspending Your Time Budget

It’s interesting that some people who are so disciplined and focused regarding their financial budget, think nothing of overspending their time budget.

Let me explain what I mean. There are only so many hours in a day, a set number of days in a week, and a measurable number of days in a year. Those hours and minutes never change. These blocks of time shape our lives. They frame when we work, when we sleep, when we eat, and when we play. Yet, many people treat these blocks like hands full of cash just waiting to be spent. They forget that time is finite and has limits.

Many of us know, whether we create definite schedules or just have a rough idea, how our days, weeks, and months will be shaped. Others schedule their whole lives down to the last detail. I’ll bet you know:

what time you’ll get up each day.
what days you’ll work.
when you’ll leave work and go home.
what time you hope to go to bed.
your plans for the weekend.
when you’d like to take a vacation.

Given those facts, you also know:

roughly how many hours you’ll work this week.
how many hours of sleep you’ll get tonight.
how much time you have left to sleep if you wake up in the middle of the night.

Our lives are all about time. We think about it constantly, whether we realize it or not. Tapping your foot because someone is late? You’re thinking about time. Honking your horn because the car in front of you didn’t go when the light changed? You’re thinking about time. How many times did you glance at your watch, clock, or phone today? It’s all about time.

So now that you realize you’re thinking about it, let’s talk about spending it. Time is like money – when you have it, life seems more in control. So why do so many of us spend time like it’s a limitless resource?

Time is the same for all of us. We all have the same amount of time in our “wallets.” We all have the same numbers of seconds, minutes, hours, and days. Yet, I see people who overspend their time budgets everywhere I go.

Have you ever thought about what mismanaged time is doing to you and those around you? Let’s start with your health. Are you eating right or just grazing on whatever you can find? Are you sleeping well or enough? Is your body reacting to the stress with pain, skin issues, or illness? What about your relationships with others? Are your irritable, impatient, and withdrawn? Are you missing out on family events? How much time do you get to spend with your friends? For that matter, when did you last take any time for yourself?

If the answers to those questions are negative ones, it’s time to make some changes before you lose your mental and physical health, relationships, or job. There are ways to stop that flood of overspending, but like anything else, you have to be honest with yourself and assert some discipline.

Know your limits

You need to eat and sleep. To nurture your relationships, you need to set time aside for those you love. You need to pick your kids up from school. You need to set time to take care of yourself. That means you need a reasonable schedule and you need to stick to it. That doesn’t mean you have to be inflexible, but if you’re in time trouble, you need to be as ruthless with your time spending as you would your cash if you were deep in debt. You need to retrain yourself and that means that at first, there is no bending of the rules you set for yourself. Eventually, with practice, you may be able to lighten up on the reins, but until then, stick to the plan. How will you know when you’ve achieved the proper balance? Simple. Ask your doctor, family, and co-workers. When they give you the thumbs up, you can ease up a bit.

Create an emergency fund

Setting a schedule or framework builds in the gift of time. When you set time goals and stick to them, you suddenly have time available at the end of your day. No, that doesn’t mean you can start spending it like a $10.00 bill you discovered in your jacket pocket. That time is emergency money, like a credit card that you use only for dire straits. Use that time to get other scheduled tasks done ahead of schedule, so if something urgent comes up (and it will), like a family emergency – you can handle it with limited effect to those who are depending on you.

Become a master of efficiency

Doing things the same old way has gotten you into this mess. Are you using your time properly? Just because it’s the “way you’ve always done it” doesn’t mean it’s the best way. Finding better ways to do tasks reduces their power over you. Sometimes you do a task the most efficient way, but at the wrong time of day, and it eats up valuable minutes.

Do you always put that phone call off because you’re uncomfortable? Do it first and get it out of the way so you don’t spend the rest of your day dreading it. Some tasks can be made easier with technology. Look for better ways to do things and you’ll be surprised how those moments, like pennies, begin to add up.

Eliminate procrastination from your vocabulary

Maybe you’ve heard the saying, “I can’t wait to procrastina…” I love that joke, but it’s also so true. Think of all the time we waste by putting things off. We waste time just thinking of ways to avoid a task. We waste even more by trying to think up ways to justify it to ourselves. Some things are just always going to test your nerve, your resolve, or your patience. Just do them and get them over with, then move on to the good stuff as a reward.

Accept that sometimes the answer is, “No.”

I remember asking my mom for something when I was little. I can’t remember what it was, or even why I wanted it (which shows how important it was, right?). What I do remember is what she told me when I asked why I couldn’t have it. She simply (and not unkindly) said, “Honey, sometimes the answer is ‘no.’”

It was an important lesson then and it still matters now. Sometime you have to say “no.” When you make a promise you can’t keep, it’s more than an inconvenience – it’s a breach of trust. Keep it up and your word is worthless. Be realistic with your expectations and abilities. Know when to say that more time or help is needed – or even the reality that you can’t do it. Give the other person a chance to pursue other options. They won’t look down upon you for being honest – they’ll be glad you didn’t leave them high and dry when you couldn’t keep your promise.

Know when to ask for help

This goes hand in hand with the previous point. Maybe you can’t do a task alone, but with the right help…? You still have worth and value even if you need assistance. Knowing that you need help lets others know that you understand the problem and have a plan.

Asking for help can actually save time. Two people carrying in all those grocery bags will get the job done a lot quicker, right? Just because you can do something alone doesn’t necessarily mean you should.

Be present

Being present means you are paying attention to the task at hand, not the next thing you’re worrying about. With proper planning, you will be able to compartmentalize tasks a little easier. That means that you can get things done in the time allotted. Being present also means understanding that loved ones need you just as much as those tasks you are trying to get done. When you can’t remember the last time you tucked your child in at night or thought to give your spouse a kiss goodnight, things need to change.

Respect boundaries

This is a big one. Know your limits AND those of others. Do you have deadlines? Meet them especially if you’re part of a chain of events. If you’re late, they will be, too. If they can’t make up the time downstream, the end result will be late. People who plan can often help those who don’t, but they won’t for long.

Poor planning on your part does not necessitate an emergency on theirs

If you overspent your time, it creates a ripple effect on others involved. If you created an emergency because of poor planning and execution, don’t always expect others to bail you out. Mutual respect breeds trust and a solid team. When we all work together, everyone wins.

Time can be a beautiful thing. When you have it, you can appreciate the loveliness of the world around you. You can enjoy time spent with others. You can actually be present with those who matter most. When you are a slave to time because you failed to control your misspending of this finite resource, you create a prison for yourself. Luckily, there is a key… YOU!

Do you sometimes struggle with time management? Jump over to the Learn2GroomDogs Facebook page and tell us about it!

Guest blogger

~Joelle Asmondy

The Top Pet Handling Secrets for Aspiring Pet Professionals – Learn the Main Techniques Used to Win the Trust and Cooperation of a Pet

In my years of teaching beginners, I’ve seen hundreds of dogs take advantage of a new students. Dogs pull. They squirm. They whine. They snarl. They nip. They bite. I’ve seen many students frustrated to the point of tears.

Then a miracle happens.

An instructor walks over to the pet and gently takes over for the student. The dog instantly turns into a perfect angel. The students’ jaw drops. A moment passes before the student exclaims, “How did that happen?!?” The answer is simple.

Energy.

Dogs have keen senses that pick up on our energy and our confidence. Dogs have an uncanny ability to read body energy. They read us clearly even when we don’t think we are connecting to them. In the example above, the dog picked up on the instructor’s energy without a word having to be said.

Dogs are primarily nonverbal communicators. They have a language of their own. They are very clear in the messages that they give us. It is up to us to be able to interpret that language.

The #1 rule when working with pets is to remember the three C’s. As a professional you must remain: Calm, Cool, and Collected. In ALL circumstances. The second you step out of this energy mode, the dog pet will know it instantly.

Dogs are hardwired to think like dogs. They need a pack leader. If you do not exude the three C’s, dog language translates that to mean, “poor leader.” They will not follow you. They will not cooperate with you.

So how do you gain the upper edge on the situation? Simple. It all starts with your BREATHING.

I know it sounds far-fetched. It’s so elementary. We do it every day. We don’t even think about it. Breathing.

However, when you need to create a calm, cool, and collected energy, your breaths need to be deep and saturating. Simply breathe in slowly and deeply through your nose. Draw in the air and feel it fill your lungs. Now exhale slowly through your mouth. The most important part of deep breathing is to regulate your breaths. Three to four seconds in. Three to four seconds out.

Try it. You can feel the oxygen saturating your body.

Deep breathing can release stress and provide other noticeable health benefits. You will likely feel calmer after performing deep breathing exercises, and may trade feelings of anger or fear for a focused, relaxed state of mind. Most dogs will totally gravitate to this energy in a very positive way.

I firmly believe that 98% of all dog bites are preventable by reading the animal correctly and taking the appropriate precautions to protect yourself while gaining humane control over the pet. Your hands are your livelihood. You must take utmost care not to let your hands become injured.

Every pet is an individual with different physical and emotional characteristics. Some dogs receive clear directions and boundaries at home, making them very easy to work on in a professional setting. Other pets will not have the skills necessary to be well-mannered candidates in a professional grooming setting.

The personality quirks that you’ll experience while working professionally with pets will range from dogs that are perfect angels, to dogs that are mildly annoying, to dogs that could be potentially dangerous to work on for both the handler and to the pet itself.

Whenever working with pets it is always critical to remember the 3 C’s . As a professional you must remain calm, cool, and collected in all circumstances. And BREATHE.

Whenever you have a dog on a table or in your grooming facility, you must use humane, respectful, and consistent training messages. The more you can learn about dog psychology and combine it with actual experience, winning the control and the respect over the dogs will become second nature.

Always remember that dogs are primarily silent communicators. Excessive talking or giving of commands is not necessary to effectively communicate with them. Much of your control can come from maintaining the Three C’s – Always remain Calm, Cool, and Collected while working with any animal.

Any time you feel you are losing control of the three C’s, it’s time to step away from the grooming table and take a break. Breathe. Only when you can totally regain your composure is it time to step back and begin your work again.

There are many videos on Pet Handling in the Learn2GroomDogs library. Also my blog on Rating Dog Personalities is very helpful when determining how to rate personality and behavior in dogs.

What techniques do you use to stay calm, cool, and collected? Jump over to the Learn2GroomDogs Facebook page and tell us about it!

Happy trimming!

~Melissa

8 Ways to Understand Your Boss

I love hearing success stories. I especially love it when they are grooming salon success stories!

Over the years I have met thousands of groomers. Some are solo stylists. Others have small teams that make their businesses flourish. Others have large teams or are part of a larger corporation. Not all are business owners or managers. Many groomers and stylists I meet are simply a part of a very successful team – and love their jobs.Almost every one of them, no matter where they started, started with a dream:

A dream of grooming pets professionally.
A dream of finding a rewarding career.
A dream of starting a business.
A dream of growing that business.

Nothing makes me happier than hearing about a grooming business that is knocking it out of the park. They have a handle on their work load… their finances… their management skills. Their grooming skills just keep getting better with time. They have strong customer service skills. If they face a challenge – they tackle it – and fix it or improve it.

I can guarantee every successful grooming business owner fully understands this quote:

This statement could not be more true. Your true boss is not yourself. It’s not your manager. It’s not the person who signs your paycheck. None of them created the funds fueling payroll.

Customers do.

A grooming business provides something of value to the customer in exchange for payment. If you don’t provide the type of grooming the customer expects, they will go somewhere else – plain and simple.

Principles to Learn

Your customers are the most important aspect of developing grooming business.

Customers = job security
Customers = income
Customers = advancement
Customers = continuing education
Customers = opportunities

- The customer ultimately determines whether or not you have a job.
- Many people think the company is the source of their job security. They are wrong. It’s based on whether customers keep coming back. Repeat customers create job security.
- Customers provide the money that you receive on a regular basis.
- Building strong relationships with customers is the fastest path for career advancement.
- Customers provide an opportunity for you to grow your grooming skills every time you groom and style their pet.

Here are 8 things you can do right now to build a positive relationship.

Impress your “boss customers” when they walk through the door with their beloved pooches.

Smile. Smile. Smile.
Call your customers by name – and know their pet’s names, too. People love to feel known and welcome. Use their names – don’t be shy!
Recognize repeat customers and their pets instantly. The best way to do this is to keep accurate DETAILED customer service records. Having the client’s essential information in one place makes client management easy. Creating a trim history record of each haircut is particularly helpful. This history allows you to easily refer back to it during future appointments.
Go out of your way to address the needs of your customers and their pets. Customer education is at the heart of this. Talk to them. Teach them. Provide handouts or visuals to hone your message.
Try to impress your customer, like you were angling for a raise from your boss. Never skimp on quality grooming. Always do something a little above and beyond what they expect – but make sure it’s something they will appreciate.
Think about your paycheck every time you talk with a customer.
Be reliable. Keeping your promises builds integrity, trust, and customer loyalty.
Always look for ways to advance and boost your skills. The best groomers and stylists are always looking for ways to improve their performances. Always look for ways to enhance your service edge.

Think about it. If we dealt with all customers like they were “the boss,” I bet customers would be treated very differently.

This is a key concept highly successful grooming establishments understand. The customer controls our paychecks.

Not yourself.

Not your manager.

Not the salon owner.

Sam Walton was right. The customer IS the boss. They can fire anybody – at any time – simply by spending their money elsewhere.

Every successful grooming establishment I know applies this principle to every customer interaction they have. Do you?

Do you treat your customers like they are “your boss?” What do you do to cement that relationship? Jump over to the Learn2GroomDogs Facebook page and tell us about it!

Happy trimming!

~Melissa

How to Avoid Living Hand-to-Mouth

Getting your financial life in order allows you to enjoy today

I still remember this point in my life well. I absolutely loved grooming dogs, but I was barely getting by. I had no savings account. I had only one credit card with a very small limit. I worried every time I wrote a check – would it bounce? I could not afford health insurance. The only vehicle I could afford was my mobile grooming van. I drove it everywhere.

If I had a financial hiccup, anywhere, I was in deep trouble. The thought of a retirement account or an emergency fund never crossed my mind. I learned very early in my career what it was like to have the phone or electricity shut off… the payroll to bounce… or my credit card declined. Yes, I have experienced all of those. I’m not proud of it – but I did learn from it.

Sound familiar? I know many groomers and stylists who struggle with this scenario. I don’t envy you. I’ve been down that path, too. Luckily, those days are long gone for me but the lessons are etched in my soul.

Here’s some things that I did early in my career to beat that problem.

Alignment

The first thing you need to do is take a look at where you are currently sitting, financially. How much money do you bring in your household annually? Are you the sole income earner or do you have a dual income stream? You don’t have to be exact, but get close. If you have multiple income streams, how much do you need to produce to make your household budget work?

Before you start fixing a problem – you need to thoroughly understand what your current situation is. This background work will help you create a plan to get over this hump.

Next, you need to figure out how much money you need to run your life. How much money would it take for you to feel comfortable and not strapped week by week? Obviously, it’s going to be more than you’re making right now – otherwise you wouldn’t feel stressed over money. How big is the gap? Don’t get freaked out. What you’re doing right now is collecting data.

The final step is a reality check. You need to discover the difference between what you currently are making and what you would like to make to be comfortable. It might look something like this:

That’s a real do-able number.

However, if you’re “comfortable income desire” was closer to $70,000, yet you currently only generate $32,000 in revenue, that would be a more challenging nut to crack. Creating an extra $8,000 in extra income a year can be attained on a groomer’s income. Finding $38,000 is a bit more difficult – but it can be done if you are willing to make big changes in your life. (But that’s another blog.)

There are only so many hours in a day. Only so many days in a week. Unless you more than double your current pricing structure or number of dogs you groom, making it happen will be impossible. That’s not to say it can’t be done. It can. However, you will have to make some major changes in how you generate money.

If you work with your hands to make a living, you will always be limited in your earning potential. It doesn’t matter if you are a doctor, lawn service, or pet groomer. You will hit an earning cap at some point. What level that is will depend on a number of things; the quality of work being produced, amount of time it takes to complete each groom, the price per pet and the commission level.

Reality check time. If you had grandiose ideas that you could simply groom dogs and earn a six-figure income, that’s not very realistic. Make sure what you want to earn and what you can earn are in alignment.

Set Goals

Grab a calculator, a sheet paper, and a pencil. It’s time to set some goals and do some simple math. This is a game I started playing very early in my career to hit my personal goals.

Let’s say you worked 50 weeks a year. (You did take a vacation, right?)

Let’s use that $40,000 figure as your ideal earning potential. You work at 50% commission rate. So, if you want to make $40,000 annually, you need to generate $80,000 in sales. Divide $80,000 by 50. That equals $1600 which is the amount you need to generate each week. Break it down one more step by dividing $1600 by the number of days you work each week. Let’s say that number is five days. Each day you need to generate $320 in sales. If your average price per dog is $45, you need to groom a little over seven dogs a day.

$40,000 x 2 (50%) = $80,000.

$80,000 / 50 (weeks) = $1,600

$1,600 / 5 (days per week) = $320

$320 / $45 (average price per dog) = 7.1

By breaking this down into a daily goal of $320 in sales, you know exactly what you have to do every day to achieve the annual income you desire.

You’ll find yourself adding up your potential sales for the day before you even start. That’s the key to making this work. If you know early in the morning that your schedule is too light, you will look for ways to increase your revenue for that day. You’ll look for added services that you can up charge for or you may even take another appointment. If you had not set that goal as you went into your day, you wouldn’t have a target to shoot for.

Discipline and Focus

Discipline and focus is a two-part equation. The dual areas are monetary inflow and outflow. Raise the amount of money you bring in every week. Minimize what you spend every week. You need to set a budget for yourself and stick to it. Stay within your means. Just because you have a credit card does NOT mean you should use it!

Raising your income level is going to take plenty of discipline and focus. There will be times when it will not be easy. If it was easy, you wouldn’t be struggling.

There are many programs out there that can help you. Dave Ramsey and Suze Orman are two popular financial educators. Try a simple Google search about financial planning. You will find plenty of options. Use them!!

In order to reduce your financial stress, you need to have a financial plan. For most people, the financial crunch didn’t happen overnight. You’re not going to get out of that crunch overnight, either. Be patient with yourself. Be disciplined. Be focused. You can fix this problem.

Visualization

Want a great aid to help you hit your goal? Create a visual reminder. This is a proven method that works in many scenarios. Top athletes have used this technique for years. High achievers create entire dream boards of their goals. One of my favorite books and films on this topic is called The Secret by Rhonda Byrne.

It’s simple. What you see and think about – you remember. But here’s the deal. You need to see and think about it A LOT. You want to be constantly reminded of your goal.

For a financial goal, I would select something about the size of the business card. You can get as creative as you like. Make up 10 to 20 of them. Once you have a slew of them made, start distributing them where they will be a constant reminder.

Post them on the mirror in your bathroom.
Tuck them in your wallet with your money.
Put them on your bedside stand.
Stick one on the refrigerator.
Place them at your grooming station.
Put them in pockets.
Attach them to your appointment book.
Tape them to the dash of your car.

Keep them highly visible and in front of you as a constant reminder. It’s amazing how well this works.

Sure, you can get by living hand to mouth, but it’s not fun.

The worry.

The stress.

It’s just not worth it.

Life is so much more enjoyable when you are confident about your financial future – whether it is tomorrow, next week, next month, next year, ten years down the road, or into retirement.

You don’t have to have a six figure income to be happy and secure. However, you do need to live within your means AND have a savings plan in place. Once you get your financial life in order, the more you will enjoy today.

How has living hand to mouth affected your life? Have you taken steps to overcome it? How has your life changed? Jump over to the Learn2GroomDogs Facebook page and tell us about it!

Happy trimming!

~Melissa